Exceptional Service Doesn't Just Happen

I was recently involved in giving an Exceptional Service award at the Dalby Chamber of Commerce. A great initiative of the chamber and one which is much needed in this day and age of very low service in many organisations.

With the ongoing focus of outsourcing, streamlining, cost slashing and electronic automation, the whole area of customer service has taken a very low priority on the agenda of many businesses.

What if ALL hotels attempted five star service and kept a record of our preferences; if tradesman showed up on time or called to advise they were running late; if large companies kept the customer in mind when considering outsourcing to different countries; if banks didn't schedule their teller lunch breaks when a million others are on lunch and in long queues; if the receptionist was taught to smile when they answered the phone.

Exceptional service starts with the intention of management. When customers feel and experience that they are the centre of your attention the organisation then grows by word of mouth reducing advertising costs.

Exceptional Service doesn't just happen.